Terms and Conditions for Man With A Van Soho

These Terms and Conditions set out the basis on which Man With A Van Soho provides moving, delivery, collection and related transport services within the UK. By making a booking, the customer agrees to these terms in full. For the avoidance of doubt, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer, sender, recipient, business client or any authorised representative acting on their behalf. These terms are intended to be fair, practical and legally clear, and they apply to all standard and bespoke van hire, removal and transport arrangements unless expressly agreed otherwise in writing.

1. Booking process

Bookings for Man With A Van Soho services may be made by telephone, email or any other method we make available from time to time. A booking is not confirmed until we have accepted the job and, where required, received any deposit or written acceptance. When requesting a booking, you must provide accurate information, including but not limited to collection and delivery addresses, access details, item descriptions, estimated volumes, weight, parking restrictions, and any special handling requirements. If the job changes materially after booking, we reserve the right to revise the quotation, amend the vehicle size, adjust the crew required or decline to proceed if the change makes the original arrangement unsuitable.

Any quotation given by Man With A Van Soho is based on the information supplied at the time of enquiry. Unless stated otherwise, quotations are estimates and may vary if the job takes longer than expected, if there are delays beyond our control, if access is restricted, or if additional services are required. Examples include but are not limited to extra loading time, stair carries, waiting time, long carries, dismantling, reassembly, specialist handling, additional stops, congestion-related delays, or unsorted waste. Where a fixed-price quote has been agreed in writing, it applies only to the service described and only on the assumptions stated in the quotation.

2. Payment terms

Payment is due in accordance with the terms stated on the booking confirmation or invoice. Unless otherwise agreed, payment must be made on the day of service before, during or immediately after completion. We may require a deposit for certain bookings, including larger removals, weekend work, late notice jobs or waste-related collections. Deposits may be non-refundable where cancellation occurs within the cancellation period set out below. Accepted payment methods may include bank transfer, debit card, credit card or other methods advised at booking. Cash payments, if accepted, must be paid in full at the agreed time.

If payment is not received when due, we may suspend or refuse further services, retain goods or refuse to unload until payment is made, subject always to applicable law. You are responsible for any charges reasonably incurred by us as a result of failed payment, late payment, chargebacks, collection costs, interest or administrative time where permitted by law. Any invoice dispute must be raised promptly and in good faith. Disputed amounts do not relieve you of the obligation to pay any undisputed portion of the invoice.

3. Cancellation and rescheduling

You may cancel or reschedule a booking, but the amount chargeable will depend on the notice given and the nature of the service reserved. If you cancel with sufficient notice, a full or partial refund of any deposit may be provided, less any non-recoverable costs we have already incurred. Where cancellation is made at short notice, after our team has been dispatched, or once work has started, you may be liable for the full quoted amount or a reasonable proportion reflecting time, labour, fuel, tolls, parking, and any third-party costs already committed. We will act reasonably when determining cancellation charges.

Where a booking is rescheduled, we will try to accommodate the new time or date, but availability is not guaranteed. If we are unable to reschedule, the original cancellation terms will apply. We may also cancel or postpone a booking if we reasonably consider it unsafe, unlawful, impractical or impossible to perform as planned, including where severe weather, traffic disruption, vehicle breakdown, staff illness, access issues, or incomplete customer information makes continuation unreasonable. In such cases, our liability will be limited to refunding any sums paid for services not provided, unless the law requires otherwise.

4. Service scope and customer obligations

The customer must ensure that all information provided before the job is accurate and complete. You must secure suitable parking, obtain any necessary permissions, provide safe access, and ensure that items are ready to move at the agreed time. Unless agreed otherwise, you are responsible for disconnecting appliances, draining liquids, and ensuring items are safe for transport. You must tell us in advance about fragile, valuable, oversized, hazardous or unusually heavy items. We may refuse to carry items that are unsafe, illegal, contaminated, improperly packed or unsuitable for the vehicle or method of transport.

5. Liability and limitations

We will use reasonable care and skill in carrying out the service. However, as with any man with a van service, some risk may arise during handling, transport, loading and unloading. We are not liable for loss or damage caused by circumstances outside our control, including but not limited to poor packing, inadequate labeling, pre-existing defects, hidden faults, inaccessible premises, or customer instructions that are followed despite warning. You should ensure items are properly packed and protected, especially fragile goods, electronics, artwork, glass and sentimental items.

Our liability for loss or damage to goods is limited to the direct loss reasonably foreseeable at the time of booking and, where permitted by law, may be capped at the lower of the repair cost, replacement value, or the amount of our relevant insurance cover, subject to any exclusions or conditions that apply. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. We are not responsible for indirect or consequential losses, such as loss of profit, loss of business, loss of opportunity, or loss arising from delay.

If you require higher-value protection, you must notify us before the booking is accepted so that appropriate arrangements can be discussed. Any claim for damage or loss must be reported as soon as reasonably possible and, in any event, within a reasonable time after completion of the service. You should retain packaging, photographs and any supporting evidence, as these may be requested when reviewing a claim. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

6. Waste handling and regulations

Where our Man With A Van Soho service includes waste removal, disposal, clearance or the transport of unwanted items, you agree that all waste will be accurately described before collection. You must not present hazardous waste, clinical waste, asbestos, chemicals, oils, batteries, pressurised containers, gas cylinders, electrical items requiring specialist disposal unless previously agreed, or any other material restricted by law or by our internal handling policies. We reserve the right to inspect waste before loading and to refuse items that are unsafe, non-compliant or require specialist treatment.

Waste services will be carried out in accordance with applicable UK waste laws and regulations, including requirements relating to the transfer, transport and lawful disposal of controlled waste. You must provide truthful information about the origin and nature of any waste. Where required, you may need to complete documentation confirming that the waste is yours, or that you have authority to arrange its removal. We may issue paperwork or records where legally required. If the waste is later found to be misdescribed, contaminated or unlawfully presented, you may be responsible for additional charges, clean-up costs, regulatory costs, penalties or losses arising from that misdescription, to the extent permitted by law.

We reserve the right to decline waste collections that would breach environmental, licensing or safety rules. Any items removed may be transported to a licensed transfer station, recycling facility or disposal site in line with applicable law and operational requirements. Unless expressly agreed, we do not undertake to sort, dismantle, strip or separate waste for recycling. Where a customer requests removal of items that may contain personal data, such as documents, storage devices or office equipment, it is your responsibility to ensure that all confidential information has been securely removed or destroyed before collection.

7. Delays, access and waiting time

We will aim to attend at the agreed time, but times are estimates unless specifically confirmed as fixed appointments. Traffic, weather, roadworks, parking restrictions, access limitations and unforeseen operational issues can cause delays. If we are delayed due to circumstances beyond our reasonable control, we will inform you where practicable and act reasonably to complete the service as soon as possible. If we arrive and cannot gain access, cannot safely park, or are unable to complete the job because instructions are incomplete or premises are not ready, waiting time or aborted-job charges may apply.

Customers must ensure that the property, goods and access routes are ready for the service at the booked time. This includes lifts, loading bays, permits, concierge arrangements, keys, security codes and any other access requirement. Any delay caused by the customer, occupants, building management, third parties or authorities may be charged at our prevailing waiting or labour rate. If the delay becomes unreasonable, we may leave the site and treat the job as cancelled or aborted, with charges applied accordingly. We will always act proportionately and in line with the circumstances.

8. Unacceptable goods and conduct

We may refuse to carry items that are illegal, dangerous, unhygienic, offensive, infested or likely to damage the vehicle, other goods or persons. This includes, without limitation, explosives, firearms, live animals, perishable goods requiring controlled transport unless pre-agreed, and anything prohibited by law. You must behave respectfully toward our staff, subcontractors and property. Abusive, discriminatory, threatening or unsafe conduct may result in immediate termination of the service without refund, subject to applicable law. We may also refuse to continue if instructions are unlawful or place our team at risk.

9. Subcontracting and personnel

We may use suitably qualified employees, contractors or subcontractors to provide all or part of the service. This does not affect your rights under these terms. We remain responsible for arranging the service with reasonable care and skill, subject to the limitations stated here. Any personnel attending on our behalf must be treated as authorised representatives for the purposes of carrying out the booked work. You agree to provide a safe working environment and to notify us promptly of any hazards, including poor lighting, uneven ground, narrow staircases, structural concerns or restricted access points.

10. Complaints and claims

If you are dissatisfied with any aspect of the service, you should tell us as soon as reasonably possible so we can investigate. Claims concerning damage, missing items or service issues should be supported by photographs, descriptions and any relevant documents. We may inspect the item or property concerned, request further information, and seek to repair, replace or compensate where appropriate and where liability is established. Nothing in these terms affects your statutory rights as a consumer where applicable.

11. Force majeure

We will not be liable for delay or failure to perform our obligations where caused by events beyond our reasonable control. Such events may include extreme weather, fire, flood, accident, breakdown, industrial dispute, civil unrest, pandemic-related disruption, acts of government, road closures, or failure of utilities or third-party services. If a force majeure event continues for an extended period, either party may have the right to cancel the affected booking without penalty for the unperformed portion of the service, subject to any unavoidable costs already incurred.

12. Governing law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid or unenforceable, the remainder shall continue in full force and effect. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right.

13. General provisions

These terms, together with the quotation or booking confirmation, form the entire agreement between you and us for the relevant service. Any variation must be agreed in writing. If a provision is found unenforceable, it will be read down to the minimum extent necessary and the remaining provisions will remain effective. Your statutory rights are not affected. By booking with Man With A Van Soho, you acknowledge that you have read, understood and agreed to these conditions and that they apply to the service requested.